I returned a defective Pixel 4a5g to the Fort Worth, TX Return Center using the provided box and UPS call tag. I checked for delivery and it was confirmed on 08/08/23 that it had been received. I kept getting texts reminding me to return the device so I called Cust Svc on 08/15/23 and the agent confirmed receipt and assigned a Case # of ***** in case I had any more reminders.
It took until one day prior to my Auto-Pay to get another reminder so I used my VZW account to request a call-back. I got a call , from Juan, on Sat. 09/02/23 at 11:53am and initially based on my case # and checking my UPS Tracking #,#he said the phone had been. Then after about 20 minutes he said that "the box was empty". This call eventually took 1hr and 24min with Juan saying he would need to do some research, but would call me back. This being the Labor Day Weekend and being cynical about VZW calling back, Juan did indeed call back on Tues at 11:41am and basically said I need to pay for the phone that was not in the box. He said I needed to make a claim with UPS, fine but UPS says that the call tag was from VZW, not me, so they have to make the claim. BTW, Juan turned off the Auto-Pay as I have Overdraft Protection on my bank, and that would have seriously made things happen. He also said he would call back, I'm not holding my breath.
And the UPS Store, that I used to ship says that I am the fourth person in a month that has said the same thing has happened to them.
Well, for good or bad I've been with VZW for 33 years, I returned a phone that would not turn on and got too hot to hold if it was plugged into a charger. There was no SIM card in it and that MEID # is never going to show up anywhere because I RETURNED IT. Unless there is something that someone here has successfully done, I guess it's Small Claims Court but that means letting VZW take out close to $1000 out of my bank account, then file the court case, make VZW prove that the box was empty and then, if I win, VZW will probably give me a credit, not my cash.
As an aside, I have a Tello account that I use on an ex-VZW Pixel 3. I get Unlimited Text, Calls and Data all for $29 a month. I get unlimited data on a Hotspot and about 10 times the speed of my reduced Hotspot speed on VZW. After this fiasco I wonder why I have been loyal to one vendor for 33 years.
thanks for the consideration,
J.D.
I was hoping that there would be some contact by VZW after posting here and thanks to anyone who read my complaint.
I just filed a complaint with the BBB and have contacted my attorney to contact VZW prior to any legal actions.
We are so sorry for the experience you had with your device return. I will be sending you a private note to further assist.
~Ivone
Thank you, I have replied to all messaging contacts. I will, of course, continue with any legal remedies until this matter is finished to my satisfaction. Time is of the essence.
RiverEngineer, first we would like to thank you for your long-standing loyalty with Verizon Wireless. We would love an opportunity to take a closer look at your specific return details knowing that this has been an ongoing concern. We will be sending a private note so that we can gather some additional information from you.
-Andi
Andi
One of your co-workers, Lauren, has taken the time to properly research the issue and, at this time, has come up with a pending solution. When everything has been taken care of, in a few days, I will post the outcome.
I also have been contacted by Annabell, from the Executive Office has been in contact responding to my BBB investigation. I will contact the BBB once this matter is completed to my satisfaction. Both Lauren and Annabell have taken the time to understand my frustration by prior contact with VZW and have made what I consider the proper actions.
Thank you for the offer, it appears that things are in the process of correcting this problem.
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